SearchFlow wins Gold and Silver at the Customer Experience Awards

16 October 2018

SearchFlow receiving their Gold award for Best Contact Centre

SearchFlow, the UK’s leading conveyancing search solutions provider, has won two national awards at this year’s prestigious UK Customer Experience Awards (CXA). The first award was in the UK’s ‘Best Contact Centre Small – Customer Satisfaction’ category, where the team scooped the first place Gold award.

It was also presented with a Silver award for the ‘Transforming the Customer Experience’ category, taking into account the launch of SearchFlow’s new online order platform, and for the implementation of a new data-driven order fulfilment delivery model.

Now in its ninth year, the CXA was held on 11 October at London’s Wembley Stadium, and the spectacular gala event recognises and rewards inspiring organisations that are delivering outstanding customer experiences.

SearchFlow has undergone dramatic change in the past 12-18 months; transforming its processes to deliver a digital-led service that is driven by technology, data and powered by people. The Gold and Silver awards recognise not only that the legacy call centre and aging website have been replaced with a new platform and engaged service team, but also the efforts of the employees who remain committed to putting customers at the core of the change programme.

Talking about the accolades, Katriona O’Hare, Customer Experience Manager for SearchFlow said: “To win two awards in the prestigious UK Customer Experience Awards is a fabulous achievement and something the whole team can be proud of.

“We acknowledged last year that we needed to invest both in our technology and in our people, to deliver a modernised service that meets the needs of our customers, both today and in the future.

“Our new platform enables intelligent ordering, streamlined management and access to case progression. It was delivered in parallel with a new order fulfilment model, which delivers a much more proactive service. Backed by professional development programmes and training, we are now responding to support calls and emails faster, have seen no major escalations or breaches in our service level agreement since last November, and have seen our employee engagement boosted.

“It is a huge testament to see our efforts not only regain ground against other service providers in our own industry, but to far excel those efforts – and in doing so, to overtake the blue chips and international firms we found ourselves up against in the judging to become the UK’s Best Small Contact Centre.”

Congratulating the winners, Neil Skehel, CEO of Awards International, said: “The standard of entries is continually remarkable and the number of organisations and individuals transforming their company in the name of CX is truly outstanding. We are inspired by the incredible talent shown once again at the UK Customer Experience Awards, and this amazing event gives us the opportunity to support the importance of CX and celebrate with both the finalists and the winners.”

Hosted by Awards International, the awards were attended by over 900 people and SearchFlow was recognised among many blue-chip, national brands. The winners were selected by a panel of independent judges made up of business professionals from across the UK, and the awards were recently accredited with the Gold Standard Awards Trust Mark from the Independent Awards Standards Council.

With more than one million conveyancing searches run every year for over 2,500 legal clients across England and Wales, SearchFlow is regarded as one of the leading providers of comprehensive searches, surveys, identity checks and conveyancing insurance solutions.